Senior Technical Support Analyst

The EFCA National Office is seeking a full time Senior IT Support Specialist to provide excellent customer service to end users by identifying, researching and resolving technical problems, and the daily management, maintenance, configuration and documentation of the network infrastructure.

• Serve as the senior IT support specialist, providing Tier 2 support, documenting requests, troubleshooting issues and ensuring full resolution for staff.
• Maintain and support core IT infrastructure, including backups, system updates, hardware/software maintenance and performance monitoring.
• Diagnose and resolve issues across Microsoft 365, Azure, Windows OS and other approved applications.
• Develop and maintain IT documentation such as network diagrams, configurations and system procedures.
• Communicate upgrade instructions, publish user guidance, and support new employee onboarding and cybersecurity awareness.
• Assist the Director of Information Technology with special projects, policy development, security protocols and evaluation of new technologies.

• Alignment with and commitment to the mission and values of the EFCA, including a mature personal relationship with Jesus Christ.
• At least three years of IT support or help desk experience, ideally in a remote/hybrid environment.
• Advanced knowledge of Microsoft 365 applications (Teams, Viva Engage) and standard backup procedures.
• Intermediate knowledge of Microsoft Azure administration, cybersecurity technologies (firewalls, endpoint security), MFA and video collaboration tools (Teams, Zoom).
• Strong customer service orientation with excellent communication, critical thinking and organizational skills.
• Ability to manage multiple tasks, maintain confidentiality and produce accurate, detailed work.
• High school diploma or equivalent required; additional education or certifications preferred.